Norman Leung
Senior Client Solutions Engineer at ViacomCBS- Claim this Profile
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Topline Score
Bio
Credentials
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Jamf Certified Admin (Level 300)
JamfAug, 2020- Nov, 2024 -
Certificate in iOS App Development
New York UniversityJan, 2014- Nov, 2024 -
Apple Certified Systems Administrator
Apple -
Apple Certified Technical Coordinator
Apple -
Certificate in Java Programming
New York University -
Certified Casper Administrator
JAMF Software -
Certified Casper Expert
JAMF Software -
Certified JSS Administrator
JAMF Software -
Certified Mobile Administrator
JAMF Software -
ITIL V3 Foundation in IT Service Management
CSME, Inc. -
Jamf Certified Admin
Jamf
Experience
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ViacomCBS
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United States
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Entertainment
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700 & Above Employee
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Senior Client Solutions Engineer
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Aug 2010 - Present
Senior Client Solutions Engineer Media & Technologies Services Global Division • Builds, proves, and scales enterprise solutions focused on automation of common and/or complex tasks to reduce friction for end users and IT staff. • Tailors solutions specific to the needs of content creation teams such as on-air/off-air graphics, 3D animation, live streaming, and video production. • Plans end user hardware and software lifecycles—from cradle to grave—including: macOS, Windows 7/8/10, Android, Blackberry, and iOS. • Designs, manages, and certifies Mac images and imaging workflows. • Researches and implements new technologies to enrich the end user computing experience. • Curates and publishes the global IT service catalog for end user hardware. • Manages software distribution & patch management for endpoints leveraging tools such as SCCM, Casper, and AirWatch. • Designs and evolves Casper JSS and file distribution architecture. • Escalates issues, bugs, and product feature requests on the behalf of other teams to both internal resources and external vendors: Microsoft, Apple, Adobe, Cisco, and jamf. • Collaborates on projects to consolidate global client management resources including global hardware procurement and software licensing. • Enrolled, implemented, and manages the following Apple Programs: º AppleCare Alliance (Enterprise Support) º Apple Device Enrollment Program (DEP) º Apple Volume Purchasing Program (VPP) º Appleseed for IT (Enterprise Beta Testing) º Apple Developer Program (IT Client Platform Engineering) Show less
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Viacom
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United States
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Entertainment
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700 & Above Employee
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Technical Support Representative
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Mar 2004 - Aug 2010
Technical Support Representative Global Client Technologies Media & Technology Services Global Division • Configured, installed, monitored, and maintained client desktop software and hardware in a Level 2 support capacity. • Consulted with clients to aid selection of hardware and software products to best fit business requirements. • Served as a liaison between department heads and other IT groups to provide best solutions to fulfill business needs. • Tested, built, and shipped custom Adobe Creative Suite packages for the 2D/3D graphic designers and video editors. • Supported Final Cut Pro and AVID workstations. Show less
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IBM
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United States
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IT Services and IT Consulting
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700 & Above Employee
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Team Lead, Mac Helpdesk
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Oct 2002 - Dec 2004
• Managed Mac Level 1 resources for an outsourced Helpdesk. • Selected and trained staff for in-depth phone support with a high first call resolution rate. • Triaged ticket traffic for Apple related support requests. • Worked with Senior Project Executive to optimize Level 1, 2, & 3 resources for the Viacom account. • Managed Mac Level 1 resources for an outsourced Helpdesk. • Selected and trained staff for in-depth phone support with a high first call resolution rate. • Triaged ticket traffic for Apple related support requests. • Worked with Senior Project Executive to optimize Level 1, 2, & 3 resources for the Viacom account.
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MTV Networks/Viacom
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New York City
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Macintosh Helpdesk Analyst
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2000 - Sep 2002
• Fielded Mac Level 1 support phone calls with a high first call resolution rate. Heavy focus on design and video editing software. • Collaborated closely with Mac Level 2 & 3 teams to quickly respond to enviromental issues and to prevent outages. • Provided systems admin support for exchange accounts and other server related accounts. • Fielded Mac Level 1 support phone calls with a high first call resolution rate. Heavy focus on design and video editing software. • Collaborated closely with Mac Level 2 & 3 teams to quickly respond to enviromental issues and to prevent outages. • Provided systems admin support for exchange accounts and other server related accounts.
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DeraCom Conference Call Services
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Princeton, NJ
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Director of Technical Services
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Sep 1998 - May 2000
• Maintained and developed voice & data infrastructure for a boutique conference call service provider. • Managed telecom and IT vendor relationships. • Worked closely with the CEO on development of new client relationship management system. • Maintained and developed voice & data infrastructure for a boutique conference call service provider. • Managed telecom and IT vendor relationships. • Worked closely with the CEO on development of new client relationship management system.
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Education
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1994 - 1998
Princeton University
Bachelor's degree, History
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